Services

Customer Relationship Management

• Key principles of customer relationship management

• Lobbying

• The value of customer satisfaction and loyalty

• Defining and segmenting customers

• Measuring customer satisfaction

• Creating effective strategies

• Establishing effective objectives

• Building cross-functional processes

• Providing enabling technologies

• Establishing supporting processes

People Management

• Organizational structure

• Staffing

• Hiring and retention

• Turnover

• Training

• Performance objectives

• Monitoring and coaching

• Motivation and culture

• Career development

Operations Management

• Key performance indicators

• Forecasting the workload

• Scheduling principles and methodologies

• Site selection and facilities

• Disaster recovery

• Legal and regulatory issues

• Business Continuity Planning

Leadership & Business Management

• Vision, mission and strategy

• Contribution to value

• Effective communication

• The business, legal and regulatory environments

• Improving operational results

• Managing contractual relationships